Issue

You Receive An Access Denied Message from Decryptor

Solution

MediaSeal requires a password to unlock the content (which may have upper and lower case characters). Please contact the person who sent the file to confirm the password.

If you are using a MediaSeal Licence on a physical iLok please make sure that it is your iLok and that it is plugged into the machine before opening any files.

If you are using a MediaSeal License on a machine (soft) iLok with Decryptor Client version prior to 3.8.0.90, please make sure you log in to the machine license before opening any files.

Some MediaSeal protected files (Online Authenticated Files) will require a connection to https://gs.cloud.mediaseal.com to authenticate access to the file.  If you are unsure if the file requires a connection to this service, please contact the person who encrypted the file.  (You can check to see if you are connected to https://gs.cloud.mediaseal.com by clicking "Test" from the Decryptor Tray.

If you see ‘access denied’ again, please check that you have inserted the correct iLok, and verify with the content owner that they have provided the correct password and permissions for you to view the content.  In addition, you can check with the content owner if you need to be have an online connection to https://gs.cloud.mediaseal.com.

If you type in the password and next time around the message shows the file is unrecognised, please allow 30 seconds before re-attempting to enter the password.

* Please note - Be careful when copying and pasting passwords as these may contain hidden characters.  You will continue to receive access denied message if you have not typed the password exactly.